Senior Technical Writer

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Proposition

As banking and financial services organizations continue to accelerate digital transformation, the ability to create clear, accurate, and accessible documentation has become critical to operational excellence, regulatory compliance, employee productivity, and customer experience. Effective technical documentation enables consistent execution of processes, reduces operational risk, accelerates onboarding and training, and supports successful implementation of new products, systems, and process changes.

The Sr. Technical Writer plays a key role in translating complex banking operations, products, systems, and regulatory requirements into user-friendly documentation that supports employees, clients, and stakeholders across the organization. By partnering with subject matter experts, product teams, project teams, and operational leaders, this role develops and maintains high-quality content including standard operating procedures, user guides, training materials, process documentation, knowledge articles, and workflow documentation.

Job details:

• Position Title: Senior Technical Writer
• Career Level: P2
• Job Category: Senior Associate
• Role Type: Hybrid
• Job Location: Bangalore, India

About the Team:

The Enterprise Optimization and Transformation Office bring together enterprise process engineering, business transformation, optimization, and data capabilities into a single organization. This organization is designed to accelerate enterprise-wide process modernization, improve operational efficiency, strengthen governance, and deliver scalable solutions that enable our long-term business strategy.

Role Summary:

The Sr. Technical Writer contributes to organizational effectiveness by ensuring that critical knowledge is captured, standardized, and communicated consistently across business functions. The role helps drive process efficiency, knowledge retention, employee readiness, change adoption, and compliance while enabling teams to deliver superior client experience through accurate and easily consumable information. Additionally, the Sr. Technical Writer supports continuous improvement initiatives by identifying documentation gaps, enhancing content quality, and implementing documentation standards that support the bank's evolving business and regulatory environment.

Key Responsibilities

• Create and maintain process documentation such as procedures, job aids, user guides, SOP’s, process maps, and forms
• Research, write, review, and publish content tailored to operational, project, support, and end-user requirements.
• Collaborate with SMEs, operations teams, product teams, and stakeholders to ensure documentation accuracy and completeness.
• Develop information architecture standards, templates, and documentation governance practices.
• Review and improve existing content for clarity, consistency, quality, and regulatory compliance.
• Create diagrams, process flows, charts, and visual aids to improve understanding.
• Gather stakeholder feedback and continuously improve documentation effectiveness.
• Partner with leadership to analyze documentation management process and workflow to influence improvement on key metrics such as throughput, average handle time, and (internal) customer satisfaction.

Knowledge

• Understanding of banking operations, products, processes, and regulatory requirements.
• Knowledge of documentation lifecycle management and content governance.
• Ability to simplify complex technical or operational concepts.
• Working knowledge of Business Process Model and Notation (BPMN) and process mapping/modeling software such as ARIS for process documentation, workflow mapping, process governance, and knowledge management is preferred

Technical Skills:

• Bachelor’s degree in English, Communications, Journalism, Business, or related discipline.
• 5+ years of experience in Technical Writing or related field.
• Banking or financial services experience preferred.
• Experience documenting procedures, manuals, presentations, and training materials
• Proficiency in Microsoft Word, SharePoint, and AdobeAbility to identify content gaps and process improvement opportunities.
• Ability to elicit true requirements of internal customers by using tactics like 5 Whys

Functional Skills:

• Excellent written and verbal communication.
• Technical writing, editing, and proofreading expertise.
• Strong organization, stakeholder management, and deadline management.
• Attention to detail and quality focus.
• Learning agility and adaptability.
• Collaboration and teamwork.
• Critical thinking and analytical capability.
• Customer and user-centric mindset.

Relationships & Collaboration

• Reports to: Associate Director or Senior Manager
• Partners: Sr Directors, Directors, Associate Directors, Sr. Managers, Managers, SME/Leads & cross-functional teams.

Accessibility Needs:

We are committed to providing an inclusive and accessible hiring process. If you require accommodation at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.